[otrs] Time Accounted Export

[Daniel]

Hi there,

 

is there any way to get an export of all Time Accounted Tickers per Agent which includes also the Ticket-ID?

I just can find an Export per Ticket Queue but for me it seems more important to have an export per User.

 

So what exactly I need to see is:

 

Agend Name:Ticket-ID:Queue:TimeAccounted -> Export as CSV or Excel

 

-- 

Grüsse

 

Daniel

[Alvaro Cordero]

I believe you can do that with the Ticket List object, I enable the time accounting option. Choose whatever fields you want to export. It will report the time accounted per ticket, not per agent though. 

Regards

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Alvaro Cordero Retana
Consultor de Tecnologias

Tel: 22585757 ext 123

Email: alv...@gridshield.net

[Daniel]

Hi,

 

i mean not then Time Accouting Plug In which needs to be installed.

In a Ticket you can add a Work Time for each Ticket (Works Units)

That can be exported with Reports but only for a Queue.

 

I need a export which shows me how much Time an Agent spent in summery today

And a second export where I can see every Ticket on how much time was spend on it.

 

My goal is to see how long does it take to resolve a ticket to be able to create better workflows and I want check what the agents are doing the whole day ;)

 

-- 

Grüsse

 

Daniel

[Alvaro Cordero]

Yes, that can be achieve with the standard time accounting feature from OTRS. You can get on the ticket list the amount of time tracked for each ticket, and if only one agent worked on that ticket, then your agent worked time. You need to have one option called UseAgentElementInStats enabled in Sysconfig. 

If you want time per article, you might need to do some querying on the database.

Regards

[Daniel]

Hi,

 

no time per Ticket should be enough.

 

To you have a solution only for Worked Time for Agents?

[Alvaro Cordero]

That would depend on how time is measured, if you have multiple agents tracking time on the same ticket the only way I know to creating a query that considers, ticket history and article tables. 

There is an object called TicketAccounted Time that lets you choose from the list of agents who you want the report for. 

It has an attribute called Accounted time by agent where you can select your agent(s), then set the other filters you want (queue, create time, etc)

Regards